Call Center Monitoring Tools

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What is quality monitoring in a call center?

Quality monitoring in a call center is about ensuring that agent performance is aligned with your business goals. This includes tracking your service levels and other contact center metrics and identifying any reasons why your agents may not be meeting these goals.

The right call monitoring software helps you to identify patterns, identify areas of improvement and reveal a deep understanding of how to improve your customer and agent experience.

A comprehensive, cloud-based solution that the whole team can access from anywhere

Call center monitoring no longer happens with over-the-shoulder supervision or individual spot checks. It takes precise and powerful call center QA tools to get the job done. And Ozonetel's cloud-based solution delivers everything customer service teams & sales managers need to supervise agents whether they're at home or on-premise. Whether you’re managing a small team, large team, in-office, or remote, this call quality monitoring software is the way to go.
  • Get AI assistance for easier management of large teams
  • Actively manage remote working customer service agents
  • Refine contact center metrics and QA KPIs with insightful historic performance data

Live Call Center Dashboard

Get a real-time view of activities taking place across the contact center with a dashboard that updates every 5 seconds. What can you see? Everything you need to take a quick pulse on agent performance, customer satisfaction, and system-wide operations.

Check Critical Customer Metrics
  • How many calls did agents miss today?
  • Which calls went unanswered?
Maintain General Agent Oversight
  • Are there any agents who have been idle for more than 10 mins?
  • How many agents have been on a break for more than the allotted time?
  • Which agents have already taken breaks for over an hour?
Monitor Agent Efficiency
  • How many agents are busy in phone calls and how many are idle right now?
  • How many agents are tied up with after-call work?
  • What’s the average time it takes them to wrap calls?
Monitor System Issues
  • Are there any connectivity, transfer, hold, API, or toolbar issues with calls?
  • What are the peak load hours?

Call Monitoring Software

View agent performance in real-time from a single call monitoring dashboard that updates every 5 seconds. See their statistics, monitor calls, and interact with them as needed.

  • Perform basic admin functions like releasing or logging off agents.
  • “Snoop” on calls with the capability to silently listen to ongoing conversations between agents and customers or prospects.
  • “Whisper” to agents when you need to give them advice, guidance, or instructions without the customer hearing.
  • “Barge” is on calls to speak with both the agent and customer. It’s a great way to quickly escalate a call without having to put the customer on hold or delay the service.
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Call Center Screen Monitoring

Get a continuous live view of their call center interface so you can monitor, record, and interact with your agent’s working screens. This call center screen monitoring tool provides everything you need to manage your agents at a distance.

Use it to help onboard agents, conduct live training, intercept poor workflows, and inform your quality assurance program.

  • Assess how well an agent’s workflow performance meets internal standards.
  • Analyze and tweak call wrapping protocols.
  • Use call center screen monitoring records to develop an in-house training and quality assurance library.
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Speech Analytics

Improve call quality monitoring with live AI conversation analytics. With this call center QA tool, you can monitor every single call while lowering your direct supervision workload.

How? This AI call center monitoring picks up keywords, voice pitch, volume shifts, speech rates, and more.

  • Detect early signs of conflict to flag potential service escalations.
  • Gather emotionally intelligent customer demographic insights across all your campaigns.
  • Assess system-wide QA issues like a call’s signal-to-noise ratio and other metrics.
  • Spot agent trouble spots to improve their communication skills.
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Call Center Daily Report

See the big picture and detailed information from over 70 call center monitoring reports. You’ll have reports on every metric or agent at your disposal.

  • Pull up call recordings & chat transcript
  • Rewatch screen capture videos.
  • Check which calls took the longest or went past a standard timeframe.
  • Check how many calls ended with the agent hanging up first versus how many were ended by the customer.
  • See how many phone calls took place today and compare it to historical data.
  • Analyze QA metrics over a selected timeframe.
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Analyze Omnichannel Customer Interactions with Ozonetel

Contact center management doesn’t consist of disparate compartmentalized tasks. It all has to flow and work together. That’s why you need a single contact center solution with its own native quality monitoring tools. That’s Ozonetel. The robust enterprise-worthy, cloud-based call monitoring software you can rely on for your entire management operations.

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What to look for in the Best Call Center Software

Interactive Voice Response

Offer multi-levels menus & self-service on all incoming calls.

CRM Integrations
CRM Integrations

Pre-built integrations with Salesforce, Zoho Desk, Freshdesk, Hubspot, & Zendesk

Call Recordings

Easily record conversations & log the call recording within your ticketing software

World's leading organizations trust Ozonetel's Call Recording & Call Monitoring Software

"A pleasant experience with a mutual vision to grow and enhance"
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The whole team at Ozonetel is very helpful. Efficient, always ready to help, and a brilliant attitude towards work and their services have ensured a very smooth journey for our organization.
"Great Support Team"
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The customer support is the best in class.I wanted to thank you all for the excellent support we have gotten from your end. Rilin, always responsive and quick to action! Glad to be working with you!
"One-stop solution for all telephony requirements"
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Its not just a telephony dailer, The best part of this solution is we can design it based on our needs, A very intelligent system which keeps a track of everything, from IVR,Calls routing,Queue logic, Agents productivity,seamless integration with CRM and the best part is dynamic call prioritization...See More
"Ease of use"
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Ease of setup. I took over the Infra setup & I was not exposed to this setup earlier. But, few calls with the technical & account manager helped me answer all the questions and go live at the earliest.
"Excellent Performance"
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Accuracy and appropriate data available in detail
"Advanced and an intensive solution that meets all requirements"
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Overall the software has helped in remotely monitoring and understanding the agent performance and the call center performance providing the much required insight
"Amazing product, great support team and excellent dashboards"
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overall experience with cloudagent has been extremely good and i will recommend it to other users with similar requirements
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FAQs on Call Center Monitoring

Call monitoring is used to assess the contact center’s in-call performance. It informs management on how well agents are doing and how effective the customer service is.

It should be used to refine the call center’s systems and communication protocols. It can also be used to gather customer insights.

Real-time call monitoring is when supervisors, managers, or customer account reps listen in on calls as they happen.

Call monitoring software should give managers the ability to listen in on all customer interactions, coach the service agents, and speak directly with customers. All three capabilities are essential.

Agents shouldn’t always be aware of when they are or are not being monitored. At other times, supervisors will need to provide agents with information without the customer being aware. And managers need the ability to step into a call without it being transferred or having the customer put on hold.

For the ultimate in call center QM, call centers should monitor, record, and assess every call.

This is where live AI sentiment analysis capabilities come in. Advanced AI is the only realistic way to ensure 100% call monitoring. It can analyze in real-time, alert supervisors when issues arise or quality slips, and deliver historical insights. Supervisors can rely on this to determine which calls to listen in on.

Supervisors should also do spontaneous monitoring and agent spot-checking. This frequency can be adjusted based on the agent’s performance history. Supervisors should try to listen in on at least two to three calls per agent in a week. Others may need closer call monitoring, particularly when dealing with challenging customers or extensive problems.

Call center QM refers to call center quality management or quality monitoring. It focuses on systematically improving the contact center’s efficiency and performance outcomes.

This is an active process for managing the level of customer service delivered. It requires real-time listening along with agent interception, when necessary.

Call center QM isn’t subjective. It relies on historical performance data and deep behavioral analysis to continually improve the service level of agent-customer interactions.

How do you measure quality in a call center? Call center quality is measured with key QA metrics that assess both agent performance and customer satisfaction.

These can include first contact resolution, customer effort score, average call abandonment rate, the average time in queue, first response time, the average speed of answer, average abandonment rate, and more.

First contact resolution might be the one metric most indicative of call center quality as it measures how often customer inquiries are resolved within one call. Other metrics like average speed of answer and average time in queue indicate how efficient the contact center agents are.

  • Set your internal standards for what good customer service looks like
  • Use call center metrics to guide your understanding of what is and isn’t important
  • Implement real-time monitoring right across the call center
  • Rely on AI for complete call monitoring coverage with instantly generated insights
  • Work with both historical and present data to improve the day-to-day operations and make long-term progress

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